TripAdvisor Traveler Rating

Lovely holidays with my Kids. Especially Hugo, Martires and Colleagues at the Dips Pool bar did a great job, serving alcohol free options and other drinks! Always hat an eye on us ??

I am sitting in the Diamond Club trying to check in my family to our 4 rooms i booked in May. When i booked on the Royalton website one of the rooms would not confirm. I called and the helpful person on the phone booked my last room, or so I thought. I arrive today to find that she booked my last room at a different Royalton resort. It has been 2 hours and they are trying to charge me an additional 2K for the same room I booked back in May even though this is their error! Now i’m being told i have a room for one night - tomorrow - my family needs to figure out how to fit in the 3 room a and then maybe they will have another room for me on our 3rd night. I am here and they are just trying to charge extra for a mistake their own employee made. There are no apologies and I am being treated as if I made the mistake. This is a very bad start to my vacation!!!!

Serious Safety Failures and Appalling Customer Service This was one of the worst resort experiences I have ever had. At approximately 4:00 a.m., a fire broke out at the resort. What was most shocking was the complete lack of visible leadership during what should have been a well-managed emergency. There was no fire marshal present, no management taking control, and no clear communication to guests. People were left confused, anxious, and unsure of what they should do. In an emergency, guest safety should be the absolute priority, but it felt as though we had been left to fend for ourselves. This incident exposed serious concerns about the resort’s emergency preparedness and duty of care. A resort of this standard should have clear emergency procedures, trained staff, and management immediately available to reassure guests and coordinate a response. None of this was evident. Sadly, the poor handling of the fire reflected the standard of customer service we experienced throughout our stay. Staff were consistently unhelpful, management was difficult to find, and there was a complete lack of accountability. Concerns were dismissed rather than addressed, leaving us feeling ignored and undervalued as paying guests. The combination of a serious safety incident, the absence of management during an emergency, and poor customer service throughout our stay means I cannot recommend this resort. Until significant improvements are made to both guest safety procedures and management accountability, I would strongly advise others to think carefully before booking.

It was a great time. Resort was a little dated but very clean. Domingo Lamouth Was so helpful with booking dinner reservations and anything else we needed. He made our trip even better, he was able to book us a cabana for our last full day, it made our experience even better and the last day so relaxing.

I stayed here with my family of 4 and it was great. The service was 10/10. The food was average but most of the restaurants were good. We were diamond club and the amenities were amazing. Wilkins Astacio was an amazing butler. He truly made our stay. He was very helpful, friendly, and welcoming. He was always there when we needed help like for reservations or if we needed advice for planning an excursion.